Frequently Asked Questions
How Do Pre Orders Work?​
Queen Ursula is a very small business with a large catalogue of exclusive hand drawn fabric designs, as such I am unfortunately unable to keep every fabric design in stock all year round.​ Instead, I offer pre-orders, giving you the opportunity to have a custom clothing item made in the fabric design you love.​
I open pre-orders at least four times a year, with each opening lasting a minimum of one week. This gives you plenty of time to browse the collection and choose your favourites without feeling rushed.​
Every pre-order release features brand-new fabric designs that I've illustrated and going forward you'll also be able to shop from my extensive Fabric Design Vault. I had many queries about bringing back many of your favourite past designs, so have spent time working out how I can make that happen for future pre order releases.
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What Happens After You Order?​
Once the pre-order closes, I total up all orders and submit my fabric order to my printers. Your fabrics are then printed especially for your order and sent to me, which can take up to 6 weeks. As soon as the fabric arrives, I begin cutting, sewing and carefully making each garment by hand. Orders are then packed and posted as quickly as possible.​
My maximum turnaround time from placing your order to receiving your finished item is 15 weeks. However, I always aim to complete and dispatch orders much sooner whenever possible and if you have deadlines for trips, please let me know so that I can prioritise getting your order to you in time.​
Thank you for supporting my small business and choosing handmade, custom-made clothing. Your patience during the pre-order process allows me to offer a much wider range of unique fabric designs than I could otherwise keep in stock, and it means every piece is made especially for you.
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How will I know when Pre Order openings are?
There are a few places that you can check to see when my pre order openings will be.
I am very active on my social media channels
You can follow me on any of these as this is where I will provide regular updates on openings, new designs, new items and in person event information.
You can also sign up to be a subscriber to my website, you will then get email updates as well as some exclusive discounts and first look opportunities! If you'd like to sign up to my mailing list you can do so here
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How do I Measure Myself?
To ensure the best possible fit, please use a soft tape measure and measure yourself while wearing fitted clothing or underwear. Keep the tape measure snug against your body without pulling it too tightly.
Required Measurements
Chest/Bust
Measure around the fullest part of your chest, keeping the tape measure level all the way around your body.
Waist
Measure around the narrowest part of your natural waist, usually just above your belly button.
Hips
Measure around the fullest part of your hips and bottom, ensuring the tape measure stays level.
Optional Measurements
These measurements can be provided if you would like to check that the fit will be comfortable:
Arm Circumference
Measure around the fullest part of your upper arm.
Neck Circumference
Measure around the base of your neck where a collar would naturally sit.
Custom Length Measurements
Skirt Length
If you're ordering a skirt,you can provide your preferred length in either of these ways:
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Measure from your natural waist down to where you would like the skirt to finish.
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Measure the length of a skirt you already own and are happy with.
A skirt length measurement is only required if you would like your skirt longer or shorter than my standard 21" length. You can add additional length using the price adjustments listing.
Inside Leg
An inside leg measurement is only required if you would like leggings or cycling shorts to be longer than my standard lengths. You can add additional length using the price adjustments listing.
If you're unsure about any of your measurements, please don't hesitate to get in touch before placing your order. I'm always happy to help you measure correctly so your made-to-measure garment fits beautifully.
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How do I make changes to one of your standard clothing items?
I have a Price Adjustment listing for Custom Add-On Options
Here you can personalise your custom-made item with our range of optional adjustments. Simply add this listing to your order along with your chosen item, and I'll make it just for you.
Dress Adjustments
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Add extra length to the skirt
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Add extra length to the bodice
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Adjust the neckline
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Change the bodice lining to a patterned fabric
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Add 3/4 length sleeves
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Add full-length sleeves
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Add pockets
Skirt Adjustments
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Add extra skirt length
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Add pockets
Leggings & Cycling Shorts Adjustments
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Add extra length
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Add pockets
Tote Bag Adjustments
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Upgrade to an XL size bag
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Add extra length to the shoulder straps
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Add an additional popper closure
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Add an extra internal slip pocket
If you need a custom alteration that isn't listed here, please get in touch before ordering. I will be happy to discuss your requirements where possible.
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How does your Deposit Scheme work?
To make ordering more flexible, this item is available through our Deposit Scheme.
To secure your order, simply enter the code DEPOSIT at checkout. This will allow you to pay 30% of the total order value as a non-refundable deposit.
Once your order has been placed, you will receive an invoice for the remaining 70% balance. This balance must be paid in full within 3 months of your order date.
If you would prefer to spread the remaining balance over three payments, please send me a message after placing your order. I will be happy to arrange a split payment plan and issue separate payment requests.
Your order will not be completed or dispatched until the outstanding balance has been paid in full. My Production turnaround time of 12-15 weeks starts when your balance has been paid in full.
Please note that any unpaid balances remaining after 12 calendar months from the original order date will be considered expired. At that point, the outstanding balance can no longer be paid, the order will be cancelled, and any deposit already paid will be forfeited.
If you have any questions about the Deposit Scheme before placing your order, please don't hesitate to get in touch.
What is your Returns & Refunds policy?
If you are not completely satisfied with your purchase, please contact me within 3 days of receiving your order so that we can discuss your concerns.
Eligible items must be returned within 30 days of delivery. Returned items must be in their original, unused condition and packaged appropriately.
Once your return has been received and inspected, any approved refund will be processed within 3 business days. Refunds will only be issued if the item is returned in the same condition in which it was originally dispatched.
Customers are responsible for the cost of returning items unless the item is faulty or has been sent in error.
Please note that all custom-made and made-to-measure items are non-refundable and non-returnable, unless they are faulty.
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What is your Shipping policy?
UK Shipping
All UK orders are dispatched via Royal Mail Tracked 48 (2nd Class Tracked).
If you require a faster or upgraded delivery service, please contact me before placing your order. I will be happy to provide a quote and arrange an invoice for any additional postage costs.
International Shipping
I currently ship to selected international destinations; however, I do not ship to Europe.
All international orders are sent using a fully tracked service to provide the most secure and reliable delivery. Shipping charges are calculated in line with current Royal Mail postal rates.
Production Times
The majority of items available on my website are made to order. Please refer to the production timescale stated on the individual product listing before contacting me regarding the status of your order.
Delivery Information
Once your order has been dispatched, you will receive tracking details where applicable.
While every effort is made to ensure your order arrives safely, I cannot be held responsible for delays caused by postal services, customs processing, adverse weather, or other circumstances beyond my control.
International customers are responsible for any customs duties, import taxes, or other fees that may be charged by their country.
If your parcel is lost or damaged in transit, I will assist where possible by providing any information required to make a claim with the postal carrier. However, delivery services are provided by third-party carriers, and any claims relating to loss, damage, or delivery delays may need to be pursued directly with the shipping provider.
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Should you have any questions that I have not covered here then please do not hesitate to email at queenursulaenquiries@hotmail.com or reach out to me on any of my social media accounts.